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11.
Over the last 11 years, a lot of Dev teams
have been given permission to say,
“We’ve already done the planning for
this week. Your next opportunity to get
your request considered is next week.”
Saying “No” has been institutionalized by
using timeframes.

12.
This doesn’t work for Ops very well…
“Sorry - that live production ﬁx will
have to wait until next week”
What if instead of using timeframes to
say “No”, we used limits to say
“No”?

22.
Live!Ops!SRE!Changes!
• Socialized wip limit idea over 6 months and
gradually lowered it from 10 to 7 – out of 18
guys, average is 5-7.
• Hired 4 more people, although 2 got stolen by
another team
• Closed out all tickets with no activity > 90 days
• Started saying “No” to last minute requests.
!

23.
Hi D.C.,
Team SRE has a very large number of
changes scheduled for today already,
and an even larger number of requests
in our backlog that this request will
displace if moved to the front of the queue.
It would not be fair to other teams if we
jumped on this immediately while
planned work is pushed off.
Monitoring should be a requirement for a service to go live, not a last minute addition.
For us to fully support a live service, please implement monitoring before going live.
For future requests, please give us as much notice as possible, and make sure to create
a ticket (xxx.com) so we can prioritize and schedule the changes as necessary. Here's
the ticket for this work….
Respectfully,
A.H
!

24.
Live!Ops!SRE!changes!con’t!
• Took time during standups to focus on kaizen
improvements.
• Reduced validate state from 7 to 5 to 3 days.
• Found creative way to deal with walkups, and
work done via personal relationships
• 15 min daily sync up at 3pm instead of
interrupting.
• 5 min videos to present Ops review data to
customers